Refund and Returns Policy

At Bivenzi, your satisfaction means everything to us.
Each frame we design is more than just décor. It is a way to preserve your memories with beauty and meaning. Every order is handled with care from the moment your design is finalized to the time it is securely packed and delivered. Whether the frame is personalized with your photos or selected from our ready collections, it reflects our dedication to quality and emotional value.

That is why we approach returns and refunds with transparency and respect.

This Return and Refund Policy explains the conditions under which returns, replacements, or refunds may be processed. As many of our frames are custom made or tailored to individual preferences, specific limitations and guidelines naturally apply.

1. Types of Products We Offer

Bivenzi offers a diverse selection of premium frames that blend creativity, craftsmanship, and emotion. Every piece is designed to turn memories into timeless art.

3D Frames
Our 3D frames are pre-designed creations that feature layered depth and visual dimension. They are not customizable but are crafted to add a striking, artistic touch to any wall or space.

Light Effect Frames
These frames include soft lighting elements that highlight your photo and create a warm, glowing presentation. Ideal for décor or gifting, they bring a modern and elegant feel to your surroundings.

High Quality Printed Frames
Made using advanced printing technology, these frames deliver sharp, vibrant, and long-lasting results. Each print is produced with precision to maintain its brilliance over time.

Handmade Frames
Every handmade frame is carefully assembled and finished by skilled artisans. The process focuses on detail, texture, and overall aesthetic, ensuring each frame feels special and authentic.

Occasional Frames and Bundles
For moments that matter most, Bivenzi offers curated frame bundles for weddings, walima, birthdays, and anniversaries. Each set is designed to complement the occasion and make your memories shine beautifully.

2. Why Returns Are Limited (Especially for Customized Items)

While we deeply understand that shopping online can sometimes result in surprises — whether good or not-so-good — it is important to note that Bivenzi operates differently from large-scale mass-produced eCommerce brands.

Many of our frames are:

Produced or printed only after we receive your order to ensure freshness and precision
Carefully hand-finished or assembled on request to maintain the highest quality standards
Personalized using your selected photo, name, quote, date, or theme to create a truly unique piece
Made in very small batches, often as one-of-one creations, to ensure exclusivity and attention to detail

Because of this, we are unable to resell, repurpose, or restock personalized, limited edition, or occasion-specific frames if returned — which naturally limits our ability to accept returns in the traditional sense.

Examples of non-returnable situations include:

Incorrect spellings, details, or instructions submitted by the customer during the order process
Change of mind or preference after the frame has been processed, printed, or assembled
Slight variations in color, finish, texture, or light effects due to hand-finishing, printing, or material differences
Minor imperfections that do not affect the overall appearance, usability, or aesthetic of the frame, such as uneven borders, slight paint variations, or small assembly marks

We strive to provide clear and realistic expectations on every product page and encourage our customers to ask questions or request clarifications before placing an order to avoid any disappointment after purchase.

3. Eligibility for Return, Refund, or Exchange

For Ready-Made Products

Refund or replacement is possible if:

You received the wrong item entirely
The product arrived severely damaged and is not usable or giftable

Note: “Slight damage to outer packaging” does not qualify for refund if the internal product is unharmed.

For Customized Products Or On Order made

Refunds or exchanges will only be considered if:

You received a completely incorrect item (e.g. wrong name, wrong design, or wrong product type entirely)
The product was destroyed in transit and is unusable

We may offer partial refunds or remakes depending on severity and available evidence.

4. Timeframe for Raising Return/Refund Requests

To ensure that your concerns are handled promptly and fairly, all return or refund requests for Bivenzi frames must be submitted within 24 hours of receiving your delivery.

This timeframe is essential because it allows us to inspect the condition of the frame upon arrival, verify any reported issues, coordinate with our delivery partners, and maintain accountability throughout the shipping process.

Requests submitted after this 24-hour period may be declined unless exceptional circumstances are demonstrated, such as delivery to the wrong address, delayed access to the parcel due to travel, or other unforeseen situations beyond the customer’s control.

5. Proofs Required for Return or Refund

We want to help you as efficiently as possible — which is why strong visual evidence is necessary. To evaluate any claim for return or refund, we request the following:

Clear photographs of the product showing the issue (wrong item, damage, etc.)
At least one image of the outer packaging and box
Order ID or receipt screenshot
Your full contact details (phone number & address)

In cases of damage, a video showing the unboxing may be requested to assess liability.

6. Contact Channels for Return/Refund Support

If you need to initiate a return, refund, or exchange, our friendly support team is ready to assist.

WhatsApp: Tap the “Message Us” button on our website homepage
Email: info@bivenzi.com
Instagram DMs: @bivenziofficial (for faster resolution, always mention your Order ID)

Support hours: Monday to Saturday, 10:00 AM – 7:00 PM (IST)

7. Refund Method & Timeline

Once your request is approved and verified through the required proof, we will begin processing your refund.

Refunds will be issued via the original payment method used at checkout, such as:

UPI (Google Pay, PhonePe, Paytm, etc.)
Debit or Credit Cards (Visa, MasterCard, etc.)
Net Banking or Wallets

Timeline: Once approved, most refunds are processed within 2 to 7 working days. Delays may occur during holidays, server downtimes, or due to your bank’s internal policies. If you haven’t received your refund after 7 days, please contact us again with your bank reference details.

8. Return Shipping Costs

In approved cases, Bivenzi will cover the return shipping cost.

We may arrange for a pickup via courier partner
Or reimburse the return shipping charge if you send the product back yourself (receipt proof required)

Do not send back any item before receiving a confirmation from our team. Unauthorized returns may not be accepted or refunded.

Products must be returned in their original packaging (or equivalent safe packaging) to prevent further damage in transit.

9. Exchanges (Replacement Policy)

In certain situations, a product exchange may be more appropriate than a refund. We may offer a free replacement under the following conditions:

You received a completely different product from what you ordered
The item arrived in a non-functional or completely broken condition
There is a major quality defect that was overlooked during dispatch

In such cases, a replacement will be shipped within 5 to 10 working days, depending on availability and production timelines. We may offer alternate product options in case the exact item is unavailable.

Note: We do not provide exchanges for personalized frames based on personal taste, design preferences, or minor aesthetic differences. Since each customized frame is carefully made-to-order according to the details you provide, subjective opinions or personal preferences, such as not liking the font style, color shade, or arrangement, cannot be considered valid reasons for replacement or exchange.

10. Limitations & Non-Returnable Items

Due to the personalized, handcrafted, or delicate nature of many of Bivenzi’s frames, certain items are strictly non-returnable and non-refundable unless they are delivered damaged, defective, or incorrect. This policy ensures that each piece maintains its exclusivity, quality, and artistic integrity.

Non-returnable frames include:

Customized frames that feature names, photographs, dates, quotes, or special messages. These are created specifically according to the details provided by the customer and cannot be resold or reproduced.
Handmade frames or artisan-crafted pieces, as minor variations are part of the handcrafted process and reflect the authenticity and uniqueness of each item.
Frames with lighting effects or specialized finishes, as these elements are sensitive to handling and designed for one-time assembly.
Occasion-specific frame bundles such as wedding, walima, birthday, or anniversary sets. These often include multiple coordinated frames and decorative elements that are curated exclusively for the order.
Frames damaged due to mishandling, accidental drops, or improper use after delivery. Customer responsibility begins once the product is received and inspected.
Frames sent to incorrect addresses or with inaccurate details provided during checkout. Customers are responsible for verifying all delivery and personalization information prior to order confirmation.
Bulk orders created with confirmed approvals through WhatsApp, email, or other direct communication channels, as these are made according to agreed specifications and cannot be reused or resold.

We strongly urge all customers to carefully review every detail before placing an order, especially for personalized, occasion-specific, or bulk frame orders. Checking spelling, photo quality, frame size, design preferences, and address information can prevent misunderstandings and ensure complete satisfaction. Our team is available to assist with clarifications or guidance prior to confirmation, helping to guarantee that each frame arrives exactly as envisioned.

11. Product Disclaimers & Visual Variations

We take great care in photographing and presenting all of our frames. However, due to lighting conditions, monitor settings, material variations, and handcrafting processes, slight differences may occur between the product image and the actual item received. These variations are normal and are not considered defects.

Examples include:

Minor differences in color shades or finish tones due to printing or material properties
Slight variations in frame edges, joints, or assembly details that result from hand-finishing
Subtle differences in texture or surface patterns on handmade frames
Light effect variations depending on room lighting or angle of display
Small differences in alignment or spacing within design elements, which do not affect the overall appearance or functionality

These minor inconsistencies are part of the small-batch, handcrafted process and reflect the uniqueness of each frame. They ensure that every Bivenzi frame is truly one of a kind and carries its own character and charm.

12. Final Words – A Promise of Care ❤️

Bivenzi was founded on the idea of creating joy, not just products. Every frame we offer, whether a 3D frame, a light-effect frame, a high-quality printed frame, a handmade piece, or an occasion-specific bundle, reflects our belief in the beauty of thoughtful gifting and meaningful design.

We are a small, passionate team, and every mistake feels personal to us. If something goes wrong with your frame, we do not hide behind policies. We promise to listen carefully, communicate openly, and work toward a fair solution that respects both your concerns and the care put into creating each frame.

Returns and refunds are not just about money. They are about trust, appreciation, and the connection between our customers and the craft behind every frame. Thank you for trusting Bivenzi.

For support, reach out any time:

Email: info@bivenzi.com
WhatsApp: Tap the “Message Us” button on our website

— Team Bivenzi 💖

Note that all sections on this page have been created by a highly trained AI and carefully detailed under human supervision. If you notice any errors, glitches, or content that is unclear or difficult to understand, please contact us directly at info@bivenzi.com.

Last update- 7 Oct 2025